Artificial intelligence (AI) is shaking up the status quo in the customer service landscape, but can it lead to improved relationships and a stronger bottom line? Customer service is a wide-ranging specialty and there is room for automated processes, but the human element is still a key piece.
AI in customer service is most prevalent in the chatbot attendant that pops up on websites and offers to answer questions. These questions are almost always basic and are a great addition to a customer service strategy, but this cannot be the core of your customer service strategy.
The multi-channel approach needs to include every possible contact point your customer base wants, which is why you need to offer a variety of formats, including social media messaging, email, text and actual phone conversations. Technology is a great support tool, but making human interaction central to your service is a smart decision.
Retaining Customers With Professionalism
Everyone knows how expensive and difficult it is to win over new business, with focusing on current customers a crucial part of customer service. Time and again, customers stay with a brand because they are impressed with their professionalism and dedication to making customers feel like they’re more than a number.
But what does professionalism look like to most consumers? For most, it’s attentive communication from a caring and friendly representative. Others will add that they also want fast responses and accurate information. These are the tenets of quality customer service and something every successful contact center is able to deliver on a consistent basis.
Making Lasting Impressions
There’s a lot of talk about making a great first impression so you can impress new customers and turn them into loyal followers of your brand, spending money year after year. First impressions will always count, but don’t neglect the needs of your longtime customers, because they can be turned off by a single bad customer service interaction.
When you partner with a quality contact center, you can be sure that your customers will be in good hands. That means knowing what the customer needs before the conversation begins. This happens when there is a deep knowledge about the products and service, but also the company culture and its customer base.
That’s what you get when you partner with Protel BPO and let us be the customer service voice of your company. Every company’s customers have different needs and we have the flexibility and training to meet a variety of questions and requests, so contact us and let’s get the conversation rolling about how we will create a more loyal customer base for your brand.